Digital technologies as enabler of well-being in service ecosystems: insight from a systematic literature review

This study investigates how digital technologies contribute to value co-creation and well-being generation within service ecosystems, focusing on the enabling functions they perform and the multidimensional outcomes they produce. A systematic literature review (n=51) was conducted using Scopus. Articles were inductively clustered into five functional categories based on the roles technologies played in service interactions: (1) enhancing user experience and engagement; (2) supporting decision-making; (3) fostering social interaction; (4) optimising processes; and (5) enabling data connectivity. A multilevel matrix and a multidimensional well-being framework were applied ex-post to examine how these technologies generate hedonic and eudaimonic outcomes at micro, meso, and macro levels. Technologies promoting experience, inclusion, and cognitive support often contribute to personal and relational well-being, while automation and data infrastructures support collective and systemic value. Yet, research remains concentrated in specific sectors (e.g., healthcare, public services), with limited attention to user perceptions, trade-offs, and underexplored contexts.